How does the Homebox refund process work?

Homebox has four main types of refunds, and each one has a different timescale. The time it takes depends on where the money is held and whether we need to request it from your current suppliers.

1. Refunds from your current suppliers (Energy, Water, Council Tax, and Internet)

If the money is held by your current suppliers, such as your energy, water, council tax, or internet provider, we must request the refund from them on your behalf.

These refunds are subject to supplier timescales and usually take between 4 and 8 weeks.
This timeframe is standard across the industry and depends on how quickly each supplier processes refunds. Once the refund has been received, we'll email you to confirm the refund is being processed.

2. Refunds for money held by Homebox

Sometimes there are delays in setting up your account, and Homebox may be holding money on your behalf in your virtual bank account.

If we hold the money, your refund is much faster and normally takes between 7 and 14 days to reach you.

3. Duplicate payments (paid twice by mistake)

If you have made two payments by mistake, we can return the extra payment once we confirm your account balance.

These refunds also take between 7 and 14 days.

4. Final balance refunds after your account closes

If your Homebox account has been closed, your final balance refund can take between 10 and 14 weeks, depending on your supplier.

This is because suppliers must issue final bills first, which can 8-12 weeks, then once the final bill has been processed it typically takes a further 7-14 days to refund this back to you.

How to request a refund

To request any refund, please contact our Customer Services team through one of the following channels:

📞 Phone: 020 8106 1894
💬 WhatsApp: +44 735 300 2806 or click here
📧 Email: support@homebox.co.uk